Greetings!
What company do you think delivers the best online experience? No surprise, Amazon is the top rated company in the Temkin Web Experience Ratings for the third straight year. This journal highlights results from our ratings of 211 companies across 19 industries.
We also published customer experience ratings of technology vendors based on feedback from IT decision makers in large companies. Congratulations to VMware, SAP, and Microsoft, all of which, as you'll see below, topped the 2013 Temkin Experience Ratings of Tech Vendors.
This month's edition also provides an overview of a new report, State of Employee Engagement Activities, 2013. Our research shows that nearly six out of ten companies have weak employee engagement efforts.
We've seen a recent surge of requests about Net Promoter Score (NPS) programs. To help companies succeed in these efforts, Temkin Group created a page of NPS resources.
Temkin Group held a highly interactive CX workshop in Boston last week. Don't worry if you missed it, because you can register for our next workshop in South Beach, Miami on December 10 & 11.
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2013 Temkin Web Experience Ratings
Amazon earned the top rating, while USAA took the next two spots with its bank and insurance businesses in the 2013 Temkin Web Experience Ratings. The ratings are based on Temkin Group's survey of 10,000 U.S consumers and examine 211 companies across 19 industries.
The ratings expose an overall poor state of web experiences. Only 6% of companies earned "strong" or "very strong" ratings, while 63% earned "weak" or "very weak" ratings. The research also shows that web experiences aren't improving very quickly. Forty-one percent of companies improved between 2012 and 2013, while 53% declined.
Humana, Old Navy, U.S. Bank, Citibank, TriCare, Blue Shield of California, Toyota, and Safeway improved the most. Heading in the opposite direction, Southwest Airlines, MSN, United Airlines, ShopRite, Cablevision, and Bright House Networks declined the most.
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2013 Temkin Experience Ratings of Tech Vendors
As you can see in the chart below, we found a strong correlation between customer experience and the IT purchase plans of large organizations. VMware, SAP, and Microsoft the top the list. Trend Micro, Tata Consulting Services, and Hitachi are at the bottom.
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State of Employee Engagement Activities, 2013
Our research shows that employee engagement is a critical requirement for good customer experience. But what are companies doing in this area? In the report, State of Employee Engagement Activities, 2013, 200 large organizations completed Temkin Group's employee engagement competency assessment.
As you can see in the graphic below, only 5% of companies are very strong at employee engagement and more than five times as many are very weak. The analysis shows that companies are weakest at "Inspire"-one of the Five I's of Employee Engagement.
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Customer Experience Matters Blog
- The Power of In-Person Experiences: Digital interactions are on the rise, but there's no replacing the "S.P.A.C.E." that happens when people get together in-person. Spontaneous, Passionate, Accessible, Connected, and Engaged.
- Ethnic Experience Gaps Across Industries: I examined the difference in Temkin Experience Ratings across different ethnic groups. It turns out that Asians give the lowest ratings in 17 of the 19 industries and African Americans give the highest (or tied) ratings in 16 industries.
- Random Thoughts From My London Visit: Read my highlights of a great CXPA event in London along with some other personal aspects of the trip.
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Temkin Group Research Plans and Update
Our upcoming research includes a report on employee listening best practices, CX governance and organizational models, evolution of customer insight analytics, and the 2013 Temkin Customer Service Ratings.
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Corporate Subscriptions to Temkin Group Research
Temkin Group research and advisory services can be a great resource for your CX efforts. The insights will help you implement best practices, benchmark your performance, identify mistakes to avoid and provide you with guidance along the way. Our corporate subscriptions include:
- Unlimited access to all Temkin Group research and Temkin Ratings data for all of your employees for 12 months (for internal use only)
- Up to 10 inquiries (questions that Temkin group can answer in a short email or during a phone conversation of up to 20 minutes)
- One advisory call (phone discussion up to 90 minutes)
Please send us an email if you are interested in pricing or in receiving more details about our research subscriptions.
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CXPA Update
Make plans to celebrate CX Day on October 1st. What's a CX Day, you ask? It's a chance to "celebrate great customer experience and the professionals who make it happen." A team of volunteers from the CXPA is already planning a number of items to celebrate the day, including:
- Four live Google Hangouts, timed for participation from Australia to the U.S.
- Free local networking events around the world. We've already scheduled 10 cities across four countries.
- CX Impact Awards to recognize the individual customer experience professionals who are making a difference.
- A contest to encourage companies to schedule their own CX Day celebrations.
- A free webinar that I will be leading.
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Sincerely,
Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
Chair, Customer Experience Professionals Association
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We are a research and consulting firm that combines thought leadership with a deep understanding of the dynamics of large organizations to accelerate their customer experience transformational efforts
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Four CX Competencies
1) Purposeful Leadership
2) Compelling Brand
Values
3) Employee Engagement
4) Customer
Connectedness
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1) Faking Executive Commitment
2) Over-Relying on Customer Surveys
3) Neglecting Experience Design
4) Treating All Customers the Same
5) Un-Engaging New Customers
6) Ignoring Employees
7) Obsessing About Detractors
8) Forgetting to Celebrate Success
9) Falling in Love with a Metric
10) Mapping Internal Touchpoints
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